Interaction Analyst

Please note: due to the nature of this role and stakeholders involved near native Dutch is a requirement.

Turn customer interactions into insights that drive meaningful change.

At Cygnific every customer interaction is an opportunity to learn and improve. As our Interaction Analyst youll uncover valuable insights from customer conversations and transform them into recommendations that enhance customer experience service quality and operational performance.

Working closely with Operations Quality Learning & Development Knowledge Management and our clients you help us make smarter data-driven decisions that create real business impact.

Please note: fluency in both Dutch and English is required for this role.

As our Interaction Analyst youll be responsible for managing and optimising our interaction analytics platform while turning customer interaction data into actionable insights.

• Analyse customer interactions to identify trends risks and improvement opportunities;

• Develop reports dashboards and performance insights for stakeholders;

• Translate complex data into clear recommendations and action plans;

• Partner with Operations Quality Learning & Development Knowledge Management and clients to drive improvements;

• Monitor the impact of improvement initiatives and measure results;

• Manage and continuously improve our Verint Interaction Analytics platform

• Contribute to enhancing customer experience service quality and operational excellence.

You are analytical curious and passionate about turning data into meaningful business improvements. You enjoy working with a variety of stakeholders and know how to translate insights into action. You have affinity for the technical side of tooling.

• HBO/Bachelor working and thinking level;

• At least 3 years of experience in analytics business intelligence or a similar role;

• Experience within a customer service or contact centre environment is a plus;

• Experience with analytics tools and reporting solutions preferably Verint Interaction Analytics;

• Strong stakeholder management and communication skills;

• Excellent command of both Dutch and English written and spoken.

This role offers a unique opportunity to connect data technology and customer experience. Youll have a direct impact on how we improve our services support business decisions and create better experiences for both customers and employees.

• A salary range between 4200 and 5500 gross per month (based on 40 hours per week);

• Possibility to work 32 36 or 40 hours;

• A one-year contract with the prospect of long-term collaboration;

• 25 holiday days based on full-time employment;

• Hybrid working;

• Travel allowance (0.19 per km max. 50 km one way) or full reimbursement of public transport with an NS Business Card;

• Home working allowance of 2.45 per day;

• Holiday allowance year-end bonus pension scheme bicycle plan and the opportunity to enjoy discounted KLM flights after one year of employment (these benefits are offered at KLMs discretion and may be subject to change);

• Working from abroad (up to 3 times per year for 4 weeks after completion of the probation period; specific rules apply);

• Training and development opportunities;

• A pleasant and inspiring (newly renovated) workplace at Westerpark Amsterdam;

• Social events such as an annual party Cygnific BBQ and Friday XXL drinks;

• Start date: as soon as possible.

Cygnific is a proud subsidiary of KLM. With an international team of colleagues from over 30 countries we provide 24/7 customer contact in more than 10 languages via phone email social media and chat. We operate from the Netherlands Curaçao and the Philippines.

Our mission To make every interaction unforgettable. We believe in teamwork having fun and helping each other grow. Diversity isnt a trend for us; its who we are.

Apply now via the application button.

If you have any questions feel free to reach out to Anna Mkrtchian Corporate Recruiter Cygnific ().